Strategi Penerapan Supply Chain Management (SCM) dan Total Quality Management (TQM) untuk Mewujudkan Pelayanan Prima di RSUD Eka Candrarini Surabaya

Denny Astanto; Rika Litfiana; Siswohadi Siswohadi

doi:10.61132/manuhara.v4i3.2684

Authors

Denny Astanto Sekolah Tinggi Ilmu Ekonomi Pemuda
Rika Litfiana Sekolah Tinggi Ilmu Ekonomi Pemuda
Siswohadi Siswohadi Sekolah Tinggi Ilmu Ekonomi Pemuda

DOI:

https://doi.org/10.61132/manuhara.v4i3.2684

Keywords:

Management Commitment, Quality Management, Service Excellence, Service Quality, Supply Chain Management

Abstract

This study aims to analyze the implementation strategies of Supply Chain Management (SCM) and Total Quality Management (TQM) in achieving service excellence at RSUD Eka Candrarini Surabaya. The research employed a qualitative approach using a case study method. Data were collected through in-depth interviews with hospital management, healthcare professionals, and supporting staff, direct observations of operational activities, and document analysis related to logistics management, service quality, and standard operating procedures. Data were analyzed using the interactive model of Miles, Huberman, and Saldaña, consisting of data condensation, data display, and conclusion drawing. The findings indicate that SCM strategies are implemented through integrated procurement of medicines and medical devices, effective inventory control, and close coordination with suppliers to ensure the availability of healthcare resources. Meanwhile, TQM is implemented through management commitment, continuous human resource development, regular quality evaluations, and continuous improvement based on patient feedback. The integration of SCM and TQM contributes to improved operational efficiency, timely service delivery, and higher patient satisfaction. Nevertheless, several challenges remain, including limitations in information systems, interdepartmental coordination, and fluctuating healthcare service demands. Therefore, strengthening digitalization, enhancing cross-functional collaboration, and fostering a quality-oriented organizational culture are considered essential strategies to sustain service excellence at RSUD Eka Candrarini Surabaya.

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